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Metropolitan Transit Authority of Harris County · 2 months ago

Call Center Systems Coordinator/Data Analyst (Evaluate Agent Productivity/Workforce Management)

Houston, TX

Full-time

Onsite

Mid Level

$63K/yr - $83K/yr

4+ years exp

The Metropolitan Transit Authority of Harris County is responsible for public transportation in the area, and they are seeking a Call Center Systems Coordinator/Data Analyst. This role involves overseeing call center analysis and performance monitoring, ensuring effective use of call center systems, and improving service level delivery through proactive management of call flows and staffing assignments.

Fleet ManagementPublic TransportationTransportationTravelTravel Agency

Responsibilities

Oversees call center analysis and performance monitoring through frequent analysis of staffing levels, service levels, hold times, productivity and overtime accumulation and generation of both standardized and ad-hoc reports for management decision-making and call center performance updates to the Board

Performs analysis, trending, and communication of key performance indicators (KPI) and business initiatives. Implements Rapid Action Plan steps for service level recovery when call center fails to meet goal

Monitors contact center systems, troubleshoot and report on technical system problems, and follow through with IT and vendor support for problem resolution

Facilitates weekly planning processes and meetings for prioritizing and scheduling on-line and off-line activities in the call center; includes managing planned/actual shrinkage, distributing plans and creating weekly planning reports

Administration of the call center systems for the user group; includes establishing user profiles, troubleshooting system problems, preparing forecasts and schedules, distributing real-time information, and maintaining system information and documentation

Planning and managing schedules, including optimization of breaks, lunches, training, vacations, shift swaps, and off-line activities

Real-time, intra-day monitoring of the service environment and call traffic to support proactive adjustments to systems and staffing to meet customer information demand

Real-time management of exceptions, schedules, and application/skillset changes to ensure optimal service levels

Daily review of the previous day’s call center performance, staff productivity and staffing levels with prompt investigation and address of any irregularities

Responsible for ensuring staffing and service levels are adequately maintained during system (red) alerts

Modifies Interactive Voice Response (IVR) scripts and recordings, Trip Planner information bulletins, Reader board information displays and other internal communication media for real-time distribution of special service announcements including service changes, interruptions, detours, special events and promotions

Manages or assists with call center improvement projects and working groups

Provides excellent customer service to METRO internal and external customers

Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP)

Promotes safety awareness and follows safety procedures to reduce or eliminate accidents

Performs other job-related duties as assigned

Qualification

Workforce Management softwareAutomated call distributionStatistical analysisExcel functionsData management systemsCommunicationProblem-solving skillsInterpersonal skillsCustomer-focusedTeamwork

Required

High School Diploma or GED required

Minimum four (4) years' experience with automated call distribution or data management systems

Operational knowledge of call centers and experience in the capacity of scheduling and/or real time management coordination using Workforce Management software

Knowledge of automated call distribution or data management systems

Exceptional analytical skills with ability to independently analyze and interpret data, recognize call volume trends, and devise solutions for managing call volumes

Strong excel function skills required i.e, using pivot tables pivot charts, conditional formatting, and VLOOKUP

Strong problem-solving skills and ability to multi-task

In-depth personal computer skills with related software: MS Office with hands-on usage of Excel, Word, PowerPoint, and data exporting

Excellent communication skills (orally and in writing)

Good interpersonal skills

Customer-focused, positive attitude and cooperative

Ability to work in a team environment and act with a sense of urgency to ensure both internal and external customers are serviced in a timely manner